Use Outlook's Copilot AI for Client Email Drafts

What This Does

Microsoft Copilot in Outlook drafts, summarizes, and helps you reply to client emails using AI — reading your inbox threads for context and producing professional replies from a short description, similar to Gmail's "Help me write."

Before You Start

• You have Microsoft 365 (Business Basic, Standard, or Premium — Copilot requires M365 Business plan)
• You're using Outlook on desktop (Windows app) or the web version at outlook.office.com
• Copilot is enabled by your Microsoft 365 admin (if you're at an agency with IT support, they may need to turn it on)

Steps

1. Find Copilot in Outlook

Open Outlook. Open any email thread you need to reply to. Click Reply. In the compose toolbar, click the Copilot icon (sparkle/star icon). You'll see two options: Draft with Copilot and Coaching by Copilot. Select Draft with Copilot.

What you should see: A side panel or pop-up appears asking what the draft should say.

Troubleshooting: If the Copilot icon doesn't appear, check your Microsoft 365 license or contact your IT admin. The free Outlook.com (personal) account does not include Copilot.

2. Describe the reply you want

In the Copilot input box, type a brief description of what you want to say. Be specific about key facts and tone.

Example: "Tell the client their auto policy renewal is coming up in 30 days. Their premium is increasing 8% due to market conditions. Offer to review their coverage and shop other carriers if needed. Professional and empathetic."

3. Review and refine the draft

Copilot generates a complete reply in seconds. You can:

• Click Keep it to insert the draft into your reply
• Click Regenerate to get a different version
• Adjust the Tone slider (from Formal to Casual) and regenerate

4. Edit and send

Make any final edits directly in the compose box, then send.

Real Example

Scenario: A commercial client emails asking whether their general liability policy covers a subcontractor they've hired for a one-time job.

What you type: "Tell the client I need to review their policy to confirm subcontractor coverage. Ask if the subcontractor is licensed and insured. Mention I'll follow up within 24 hours with a clear answer. Professional tone."

What you get: A structured 3-sentence reply that sets the right expectation, asks the right question, and commits to a follow-up time — exactly what a professional response looks like.

Tips

• Copilot reads the entire email thread, so for long conversations, it's already aware of context — no need to re-explain
• Use Coaching by Copilot to get feedback on an email you've already written: it scores your email on tone, clarity, and sentiment and suggests improvements
• For agencies using Microsoft 365 for everything, Copilot also works in Teams, Word, and Excel — all with similar AI draft features
• If your agency uses Outlook but can't afford M365 Business, Gmail's "Help me write" is a free alternative with nearly identical functionality

Tool interfaces change — if a button has moved, look for similar AI/magic/smart options in the same menu area.